Technical Support Specialist - Intermediate

The Technical Support Specialist - Intermediate installs, configures, troubleshoots, & maintains HW, SW, & administers system accounts. This includes, but is not limited to:

• Core Tasks:
• Install, update, & troubleshoot systems/servers.
• Conduct functional & connectivity testing to ensure continuing operability.
• Develop & document systems administration SOPs.
• Comply with organization systems administration SOPs.
• Implement & enforce local network usage policies & procedures.
• Maintain baseline system security according to organizational policies.
• Manage accounts, network rights, & access to systems & equipment.
• Manage system/server resources including performance, capacity, availability, serviceability, & recoverability.
• Monitor & maintain system/server configuration.
• Perform repairs on faulty system/server HW.
• Plan, execute, & verify data redundancy & system recovery procedures.
• Troubleshoot HW/SW interface & interoperability problems.
• Additional Tasks:
• Check system HW availability, functionality, integrity, & efficiency.
• Conduct periodic system maintenance including cleaning (both physically & electronically), disk checks, routine reboots, data dumps, & testing.
• Design group policies & access control lists to ensure compatibility with organizational standards, business rules, & needs.
• Ensure application of security patches for commercial products integrated into system design meet timelines dictated by management authority for intended operational environment.
• Oversee installation, implementation, configuration, & support of system components.
• Diagnose faulty system/server HW.
• Provide ongoing optimization & problem-solving support.

Specific to this program, this role will provide Technical Support as part of the Technical Support team, including, but not limited to:

• Provide support during core hours, fielding user requests received in person, by telephone, by e-mail, or via MS Teams; occasional weekend & after hours may be required due to mission requirements.
• Create, manage, & resolve trouble tickets for all user-reported issues & service requests.
• Troubleshoot & resolve identified application & configuration problems via telephone assistance call, remote control, & at user locations, including but not limited to OS, SW, authentication, printing, email, wired & wireless connectivity, M365 applications, etc.
• Create, modify, maintain, delete, & troubleshoot MS Active Directory user accounts & objects.
• Support creation, submission, processing, & tracking of SAAR requests via digital SAAR forms & online AutoSAAR tool.
• Install & troubleshoot Government-provided MS OS images to Government end user devices using MCM.
• Report verified or suspected MS OS image, SW baseline, & application issues to Government.
• Install, configure, maintain, & troubleshoot authorized client applications & SW baselines on Government end user devices using MCM.
• Support deployment & testing of new client applications & SW.
• Apply configuration changes, service packs, patches, updates, security fixes, & virus definition to Government end user devices.
• Support administration, troubleshooting, & user support for MS 365 productivity suite to include Outlook, Teams, Word, Excel, PowerPoint, SharePoint, & OneDrive.
• Perform minor HW troubleshooting, repair, & replacements on Government-authorized computer systems such as hard drive replacements, memory upgrades, installing SLEP kits, etc.
• Support HW upgrades, replacements, moves, & technical refresh projects to include moving, installing, & cabling of Government end user devices, monitors, phones, cell phones, wireless hotspots, & other equipment.
• Create, configure, maintain, & troubleshoot printers & print services to include troubleshooting user-reported printing, copying, & scanning issues.
• Support management, issuance, configuration, tracking, & troubleshooting of Government cell phones & wireless hot spots; support loading MS Intune & MS 365 profiles to both Government & personal cell phones.
• Respond to standard trouble tickets within 24 hours from time issued, with a resolution of 48 to 72 hours from trouble ticket creation.
• Respond to command-identified URGENT/VIP trouble tickets within 1 hour, with a resolution within 24 to 36 hours.
• Report trouble ticket numbers, response time metrics, & trends in requested Government format at quarterly program review meetings.
• Submit & track status of TSRs to base telephone offices.
• Report all confirmed or suspected cybersecurity incidents per established DOW, DISA, NAVI, & USMC cybersecurity procedures.
• Create & update work instructions, guides, job aids, & process documents to document Government processes & procedures.
• Support Cybersecurity Branch with collection of data & metrics related to security incidents, as well as implementation of corrective action & application of security controls.
• Support users with submitting MCEN NIPR & SIPR trouble tickets via MCE Service Desk.
• Provide break/fix technical support & perform minor HW troubleshooting, repair, & component replacement to GFE & systems; provide critical items that could impact command operations such as hard drives, SSDs, RAM, power supplies, batteries, graphics cards, cooling fans, card readers, NICs, transceivers, media converters & adapters, network cables, keyboards, mice, & monitors, KVM switches, web cameras, projector lamps/bulbs, AV cabling (HDMI, DisplayPort, Cat6 audio/video baluns), microphones, headsets, & like items.

• Education: BS Degree (IT, Cybersecurity, Computer Science, Info. Sys., Data Science, or SW Engineering); OR
• Training: One of the following approved DoD training courses - WarU DCWF WRC 451 System Administrator - Intermediate Playlist; DISA ( (451) Training (Linux) DCWF Linux System Administrator; DISA (451) Training (Windows) DCWF Windows Systems Administrator; F07DZZ1 Intelligence Surveillance & Reconnaissance Systems Engineer Course (ISEC); M03385G Data Systems Supervisor Course; M03DRRG, M10DRRB, M22DRR4 Electronic Key Management System; M0923X1 Network Chief Course; M09AN21 Cyber Network Supervisors; M09DSJ1 Electronics Maintenance Technician Course; M10385B Data Systems Supervisor Course; M223854 Data Systems Supervisor Course; N2312H1 Special Intel/ SYSADMIN/Communicator; N23WTK2 NALCOMIS Aviation Maintenance; OR
• Certifications: At least one of the following active certifications - Cloud+; Security+; GICSP; GSEC; SSCP

Years of Experience: 3+ years; experience may be considered as an alternative to foundational qualifications.